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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8951 Ideas

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Apprentice
AlessandroMoreiraApprentice

etailed Feature Request: Exposing "Business Rules for Forms" via a Dedicated REST API EndpointClosed

I am writing to submit a detailed feature request for a critical gap in the current Freshservice API: the inability to programmatically access the configurations for "Business Rules for Forms".1. Problem StatementThe client-side logic that governs dynamic form behavior—such as conditionally showing, hiding, or mandating fields—is a powerful feature. However, these rules are only configurable through the UI. The existing /api/v2/business_rules endpoint is unrelated, as it pertains to server-side automations, not the client-side form logic we need to access.This lack of API access creates significant operational challenges for maintaining governance, compliance, and documentation at scale.2. Key Use Cases and Business JustificationAn API endpoint for form rules would enable the following critical capabilities: Governance and Compliance Audits: We need to perform regular audits to ensure our service request forms adhere to specific compliance standards. A manual review of dozens or hundreds of rules across multiple workspaces is inefficient and prone to human error. An API would allow us to build automated audit scripts. Automated Documentation: Manually documenting complex, nested conditional logic for our forms is a significant administrative burden. An API would allow us to generate living documentation, ensuring our knowledge base is always in sync with the live configuration. Impact and Dependency Analysis: Before modifying a form field, we need to understand which rules depend on it. Without an API, this requires a manual, painstaking search through the UI. An API would allow us to run a query to instantly find all dependencies. Configuration Management (DevOps/Config-as-Code): For mature IT organizations, managing configuration as code is a best practice. An API would be the first step toward allowing us to store form rule definitions in a version control system (like Git), track changes, and potentially deploy them across environments (e.g., from Sandbox to Production). 3. Proposed Technical SolutionWe propose the creation of a new, dedicated REST API endpoint. A read-only (GET) implementation would already provide immense value.Suggested Endpoint:GET /api/v2/form_rules (to list all rules)GET /api/v2/form_rules/[id] (to retrieve a specific rule) ConclusionExposing "Business Rules for Forms" via the API is no longer a "nice-to-have" but a fundamental requirement for enterprise-level management and governance. We strongly believe this feature would be highly valued by many of your customers who rely on Freshservice to manage complex service delivery processes.We would appreciate it if you could forward this request to the product development team for their consideration in an upcoming release cycle.Thank you for your time and dedication to improving the Freshservice platform.

0
Apprentice
1 year ago
Apprentice
mitchell.gibbsApprentice

Solutions templatesClosed

Is there any way to establish a template, either through fields or just starter language, to ensure consistent formatting and content for authored Solutions?

27
Tina.Nilsson
1 year ago
Apprentice
Mike BApprentice

Search within linked PDF files in the Knowledge BaseUnder Review

The ability to search within linked PDF files in the Knowledge Base would be a great benefit.

2
1 year ago
azulakj
Active Contributor
azulakjActive Contributor

Quick actions/script designerClosed

Hello to all,I was thinking about a nice feature to have would be the possibility for an admin or an agent to design a quick action or series of simple actions with a design tool that would be similar to the workflows designer, to be able to call these “scripted” actions on the fly. This actions would be available to be run against a single record or a set of records and on most major objets (tickets, assets, tasks, …...). For example, if an agent notices incorrect data in some assets fields, design a set of actions that will correct the data without having to open every single record manually or to have to wait for someone to design a scheduled workflow to correct it.  I know that this would bring a heavy workload for the development team but i still think this feature would be really helpful and i hope it would be considered. Good day to all.

0
azulakj
Active Contributor
1 year ago
Username
Apprentice
UsernameApprentice

Set default load of FreshdeskClosed

I would love the ability to set a default load of Freshdesk. Perhaps under preferences giving the agents the ability to select the queues to show and the sort order. We have 11 queues but I only need to see 7 of them and I prefer to sort by “Last modified.” I have a custom filter but loading that and the sort order is something I have to do every time I sign in. 

0
Username
Apprentice
1 year ago
Apprentice
jdouglasApprentice

Project Management needs improvementClosed

One of the main reasons we signed up for FreshService was integrated Project Management capabilities. However, the current implementation is very lacking in some key areas which makes it basically unusable.I have seen some other people have mentioned some of these things before, up to a year ago, on these forums. I am wondering if we can get some improvements on some of these items.When I got to Projects, the last filter I selected should be the default. For most people, this would be "My Projects". Showing "All Projects" every time is an extra couple of clicks every time. When viewing Tickets, it remembers the last filters I used; Projects should be the same.Don't make me enter dates/times for a Task. I don't always know the target date, and this is an extra step which I then need to come back and revise.Order Tasks by date by default (if they have a date), but let me reorder the tasks as I wish. Right now they seem to go by completion date (?), but if I have several tasks with the same date, they just go in a random order (doesn't even seem to be alphabetical). In my opinion, order should be by my own priority first, then by completion date, then by alphabetical. Or just let us define the sorting ourselves.We need a progress indicator other than % complete. I think Gantt charts (even if they are simplified or view-only based on the Tasks properties) would be extremely valuable here.We need reports. Unless I am missing something, Reporting for Projects is non-existent. Gantt charts should be in here too.Again, in its current state, the Project Management features are basically useless. It actually works better to create a Ticket and then have Tasks there. That is not Project Management, though.I have been TRYING to use this for some projects but it is just not effective. I can provide specific examples to illustrate my points above if needed.If anyone else is having more success with Project Management I would like to hear about it. Also please chime in about my specific points above. Thanks!Jason

2
1 year ago
Apprentice
DonglebooApprentice

Business Rules for task fieldsFuture Consideration

Please add the tasks module under business rules. This is needed, especially for changes, where tasks can also be used with other intentions.Hiding/showing fields in tasks would be a welcome addition. Thank you

0
Apprentice
1 year ago
Apprentice
DonglebooApprentice

Under agent roles, add possibility to allow agents to delete/edit notes in changesClosed

Please add the possibility to allow/disallow agents to delete/edit notes in changes. This will be useful if we want to use the notes as a tracker for something. Having the notes open to edit delete for everyone is not ideal and should only be possible for selected agent roles - e.g. change supervisors. 

0
Apprentice
1 year ago
Apprentice
AFullerApprentice

Kanban Board Add Internal AgentClosed

!--startfragment>Request:Currently, our departments share tickets and add notes for the next steps, with the first recipient designated as the Agent and the secondary recipient as the Internal Agent.To streamline my workflow, I would like to be able to view tickets assigned to me—both as an Agent and as an Internal Agent—under the "Only My Tickets" section. This adjustment would help ensure that I can easily track and manage all relevant tasks. Kanban Board - Only My Tickets (Add or internal agents) FreshDesk- Tickets with filters !--endfragment>

0
Apprentice
1 year ago
Skilled Expert
DJLSkilled Expert

First Resolve SLA - Automated via WFFuture Consideration

It would be extremely helpful if the system could automatically complete the First Response SLA via a workflow (WF).Currently, we have several detailed Service Request Forms that contain all the necessary information for the team to begin resolving the issue. However, because we can't automate the first response through a WF, agents are required to manually send a ‘first response’ purely to satisfy the SLA requirement — even when no meaningful communication is actually needed.This adds unnecessary work and could be avoided with workflow-based automation of the SLA completion.

0
Skilled Expert
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Create asset type with lookup fieldsClosed

Hi. I would like to have a new asset type where at least 4 lookup fields are preset referencing to the users. Is this not possible?

2
msconfig87
Top Contributor ⭐
1 year ago
adityalamghare
Contributor
adityalamghareContributor

In-Platform Share & Revoke for Post-Incident ReportsClosed

What if we could share the PIR with requestors and requestor groups directly from Freshservice without the need to take an export and drafting an e-mail Worse, once it's been exported and is out there, there’s no control. If someone notices a mistake, or if the report has info that shouldn't have been shared, there's no way to unshare it. We just “hope” people ignore the old copy and read the new oneWe’re evaluating a feature that would let me share a read-only version of the PIR via email—directly from the platform—and revoke access later if needed. No more files, just links I can control. Anyone else dealing with this?

0
adityalamghare
Contributor
1 year ago
Contributor
LisaLaContributor

Admin Toggle to STOP email from creating NEW Tickets in FreshserviceFuture Consideration

It is crazy that we cannot turn off the ability for people to create NEW tickets via email. This defeats the purpose of having a portal with services and questions the user needs to answer.It is also crazy that we have to allow those tickets to be created, and then have to build a workflow in every workspace to delete those tickets.  As well as having to manually forget/delete any requester that gets created from those emails not already in the system or coming from group distribution or shared email accounts.Please, Please, Please - give us an Admin Toggle that disables the creation of NEW tickets via email - stops the email from creating any tickets, stops the email address from creating a requester if not in the system, and bounces their email - or even better - sends them an email reply that says their email has been rejected and they need to use the portal.  This should be a workspace setting, but if not, a global setting!

1
SW-Scott
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

If solution article is edited LEAVE the published version availableClosed

If an agent edits and saves a solution article in the knowledge base its status jumps from “Published” to “Draft” immediately and disappears on the Requester Portal!click edit: Please change this behavior like it is for the Workflow Automators:→ there is always the last version published still available for the requesters→ if you click on publish the “old” published version will be replaced by the newest version

7
Caressa
1 year ago
Skilled Expert
MaximeBSkilled Expert

When we can have multiple dynamic sections in forms?Under Review

Hi,In our business, we need bigger forms and we are really limited with the actual forms in service catalog.I am wondering when the option to have more dynamics sections will be available.If for example we want something like that:Parent questions in one form:- is it a bug? (Yes/no)        - IF Yes                - Which software?                        - SAP                                - Login issue​​​​​​​                                - Permissions issue​​​​​​​                        - Autocad​​​​​​​                        - Outlook        - IF No                - Whats the exact issues with a comment boxWith the actual setup and freshservice limitations, we need to build 1 form per software. All of them in the category “BUG”.Another category for improvements, modifications, etc.Its a really big limit and I think it need to be increased to allow freshservice customers to create really big and complex forms, workflows and make life easier in multiple ways.Any ETA for this type of BIG improvement?

2
SpadeCR
1 year ago
LaurisK
Apprentice
LaurisKApprentice

Analytics data export report - logged time format issue e.g 15m 0sDelivered

Hi, I encountered this problem recently and not happy about this at all.. Long story short.. Using FreshDesk “Reports” (Legacy Reports) raw data format (Time Sheet Summary) for several years now within my organisation. Over those years I have designed excel tooling (and there are multiple complex solutions for different reporting and operational purposes) that is build for day-to-day vital business operations based on the exact outputs and format of the raw data (Reports Time Sheets). The issue is encountered when engineers are logging their time - the bug in FreshDesk captures it under different time zone (this is not related to how settings are set up our end, we have tested it with Freshworks team, and the bug was acknowledged on the FreshDesk side). This causes an issue to successfully produce operational reports such as client timesheets and utilization reports (and other reports used for business data analytics and billing) that are time-logging sensitive and must be accurate on when the time was logged for when the time was logged. This causes a shift in RAW data and the output of this RAW is not accurate (e.g - I’m logging my time now, for 15min of work I have just done, but it captures this time sometimes for yesterday and sometimes for today - depending on what time on the day (GMT+1) I’m logging my time). It was offered by Freshworks team to use workaround as a solution to this issue and switch to Analytics reports instead with a note that Legacy Reports will be decommissioned “within few days”. Thankfully, the Legacy reports are still available as I encountered another issue with the Analytics reports and how the data (its format) is captured. Just to highlight the importance of this: The most critical metric, when it becomes to billing a client, is how much work engineers have completed for a specific task or project (time logged under the ticket). This work is quantified in hours and minutes and the data output is used in tooling that based on a different criteria is producing the result of how much work and what nature of this work was completed over a period of time. The RAW data export issue of Analytics data format of captured time logged under ticket:Comparing the 2 - legacy and Analytics:Reports (Legacy) output timesheet raw data export: Format of 15min logged in Reports Raw output is “00:15”, which can be easily converted in excel tooling to 0.25 number and this numeric value can be used for mathematical and analytical solutions.Analytics output timesheet raw data export: Format of 15min logged in Analytics Raw output is “15m 0s”… it is hard to think of a single and justifiable reason on why someone would like to have this data format as the output..This requires a more complicated solution to make data usable for any mathematical solutions Adds unnecessary effort to adjust existing tooling in organisations that are using the FreshDesk a RAW Time Sheets data format as an input for reports over years now Brings another level of complexity for any reporting based on Legacy Raw data outputSince FreshDesk have RAW reports enabled would be great to go back to the basics with simple understanding on why someone would like to have the Raw report instead of using Analytics tooling & widgets. Raw data is not used to look through the thousands of rows of plain data to find something manually.. this is and will be used for mathematical automated or semi-automated solutions to analyse the data with various tooling outside the FreshDesk. Therefore, I would like to bring this to attention to the Freshworks product team and maybe someone else here who is using the RAW data format as an input. The most recent response that I have received is “I most certainly understand that this is the requirement to have the export data in the format which you receive from Legacy report however under Analytics this would be the default product design” And in the meantime, while this issue is frustrating as it is, FreshDesk team is assisting me very patiently and I hope that this will be delivered to the product team. I do understand that this is “by design” and just for that reason (working in the world of DevOps) I know very well that the code is not set in stone and “by design” can be changed to make the use for Analytics raw data export more effortless and end user friendly..

4
Amrit Mishra
1 year ago
Alefre
Skilled Expert
AlefreSkilled Expert

Add Timer Node to Scheduled Workflow AutomationClosed

Hi Team! I’d like to se the addition of Timer Node into Scheduled Workflows as this node allows for more advanced flows and I use the Timer Node as an escape or re-run for Web Requests failed due to HTTP 429 (API rate limit exeeded).Cheers!/Alex

3
Medic1334
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

LEAVE solution article published if review date occursClosed

The review date option for solution articles is a nice feature, however it lacks some logic:If the review date occurs 2 things happen currentlyAn email gets send to the author with the reminder to review the article the article itself gets set to Draft and disappears for all usersThis makes no sense in our opinion as the last published version should stay visible even during the article is in review currently.Please allow to set the option to NOT set the solution article to Draft after the review date has happened.

15
msconfig87
Top Contributor ⭐
1 year ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Add option to raise a child ticket via Workflow or Scenario AutomationFuture Consideration

We have instances where the nature of work on a ticket benefits from having separate, related tickets.  Further, we want automation to be possible to work with those tickets in parent-child fashion so we can tap into fields from the parent to create tasks, emails or notes on the child ticket.Currently we can only do this on service items where we know we’ll need a parent/child ticket combo and set the Service Item to generate a child ticket at creation.There should be options in both Workflows and Scenario automations for “create child ticket”.  Even better, if we can select the Service Request form to use as the basis of that child ticket and populate key fields from fields in the parent ticket (but maybe that’s a pipe dream?).Ex:  manager puts in a ticket asking for equipment and software for a new direct report.  Right now, if any of those items must go through another team or approval workflow, we have to ask the manager to create the request as multiple tickets.  Ideally, the manager could enter all information on a single ticket which would then add one or more child tickets via workflows.  The workflow would add notes or tasks sharing just the pieces of info from the parent ticket the subteams tasked to handle ordering or provisioning of specific items need to know.  For example, if a mobile device or hardware are ordered to be shipped to that person’s home, THEN we share their shipping information.  But not unless it is needed to help maintain PII privacy.  When provisioning of an account needs to be done by an outside party, a separate ticket can be created and workflow to email that outside party would only have necessary details and NOT include PII information like the employee’s home shipping address.Workarounds we use now mean some managers end up putting in upwards of a dozen tickets for their new hires to request everything needed.

0
kpatterson
Top Contributor ⭐
1 year ago
Pao
Contributor
PaoContributor

My Group Tasks to be visible in DashboardUnder Review

Only one option is given to show Tasks in Dashboard, “My Tasks”. Even though there are already several default views for Tasks, only the one for my own tasks is available to chose when creating a widget. Please please please, make it possible to show Tasks assigned to the group as we want to keep track of all work from a Dashboard. Surely we are several customers that would like this to be possible?

3
kpatterson
Top Contributor ⭐
1 year ago
Joshua.Lawrence
Top Contributor ⭐
Joshua.LawrenceTop Contributor ⭐

Service Catalog - CostFuture Consideration

Request to make the cost option in the Service Catalog customizable. It would be a significant improvement if the cost could be displayed in multiple currencies, as well as show monthly, yearly, or subscription costs. Currently, the flat cost model of £ does not clearly inform users that they are signing up for charges based on monthly or yearly pricing for a item.  

0
Joshua.Lawrence
Top Contributor ⭐
1 year ago
Joshua.Lawrence
Top Contributor ⭐
Joshua.LawrenceTop Contributor ⭐

Set - Default FieldsClosed

We are encountering increasing difficulties in customizing our Requestors and Subjects within our automations. As our instance of Freshservice has expanded and the number of administrators has grown, having simple fields available in the workflow is essential. Without these fields, less experienced super users must rely on Web Hooks or API, which they are not comfortable editing or should be expected to use. Could you please add the fields for Requestors and Subjects to the default fields in the workflow automator, allowing them to be set accordingly?  

0
Joshua.Lawrence
Top Contributor ⭐
1 year ago
Contributor
JudeHidalgoContributor

Convert Incident to a specific Service ItemFuture Consideration

We often have people submitting incidents where they really should have submitted a service item.  I realize an agent can change the ticket type from an Incident to a Service Request, but it would be helpful to be able to select a specific service item as there are often approval workflows and specific information captured within the service item form.

0
Contributor
1 year ago
Apprentice
larissa.eirichApprentice

Unified User Identity and Ticket Overview Across Freshdesk and FreshserviceFuture Consideration

Hi Freshworks Team,I’d like to suggest a feature that would significantly improve the experience for admins and support agents working across both Freshdesk and Freshservice or other freshworks tools.Use Case:We recently created a collaborator in Freshdesk for an internal support request that originated in Freshservice. However, there’s currently no way to recognize that this is the same person across both platforms. This creates silos in user data and ticket history.Feature Request:Introduce a unified user identity system across Freshdesk and Freshservice, so that:In the Neo Admin Center (or similar), we can see if a person is already an agent, collaborator, or requester in either or both tools. We can view a consolidated ticket history for a user across Freshdesk and Freshservice—helpful for 2nd or 3rd level agents to understand context, avoid duplication, and track recurring issues. Admins and agents can see all roles and permissions a user has across both platforms. Ideally, this would also include a unified profile showing: All tickets the user has requested (Freshdesk + Freshservice) All tickets the user is working on Their roles and group memberships in both systems Why This Matters:The Orchestration app is not a viable workaround for us due to log errors and lack of looping for group assignments. This feature would streamline internal support, improve visibility, and reduce redundant communication. It would also help agents quickly assess if a user has already raised a similar issue in the past, regardless of the platform.Thanks for considering this! A unified view would be a huge step forward in making Freshworks tools feel truly integrated.

1
Kamakshi
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Unread Alert NotificationFuture Consideration

I have been building more and more alerts into FreshService. It has been really helpful to aggregate alerts and turn off ticket generation for much of the noise we used to get from our NMS. However, one thing I really would like to see is a “New Alerts” icon in the top right of FreshService. I’m alerted to new tickets & approvals, but not new alerts. I should have the ability to see that new alerts came into FreshService.Notification AreaIt would be nice to see the Alert icon here and have a notification bubble of the qty of new/missed alerts.This is a very simple idea, but it will have a huge impact for our organization. You wouldn’t need to show it if the user isn’t using the Monitoring Tools, but if they are, I believe it should be there. These are alerts after all, so they are important to the organization.

4
chanley
1 year ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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